Sat.Feb 20, 2021 - Fri.Feb 26, 2021

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Thinking Differently About Digital in Your Contact Center

Contact Center Pipeline

Contact centers often see ebbs and flows. Customer preferences change, new tools emerge, and leaders are left with the challenge of dialing up or down specific channels to accommodate evolving customer behavior. For example, at the beginning of 2020, our own research had overwhelmingly shown the importance of digital channels, particularly among younger demographics.

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A Short History of Call Center Technology

Fonolo

This blog is for contact center industry newbies. It’s a quick rundown of call centers and how contact center technology has developed over the last 70 years. What does call center technology mean? Call center technology refers to a vast range of software and hardware used to run the modern call center. That includes the front-end software that call center agents use to respond to serve customers and find answers.

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Diversity and Inclusion in Customer Success: Why It Matters

SmartKarrot

Customer Success (CS) teams tend to mirror the diversity found within the SaaS and other organizations that they work with. You will likely find people from different backgrounds, races, and cultures. As is often the case with diverse groups, each will signify a wide-spectrum of values that will innately help with building better relationships with customers.

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Reducing Friction Makes You Money

ShepHyken

Reducing friction is all about creating an easier experience for the customer. In my book, The Convenience Revolution , I identify six ways to create convenience. The first, reducing friction, is tied to all five other principles. And, all of them focus on creating convenience and reducing friction for customers. But how about we look inside our organizations and the way we conduct business internally?

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The 2023 Verint Experience Index: Retail

Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper

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25 Call Center Technology Trends to Watch in 2021

Callminer

Read this blog to learn about the 25 top trends for 2021 in call center technology.

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Is This The Future of Events Post Pandemic?

Beyond Philosophy

In 1998, Joe Pine (@joepine), co-founder of Strategic Horizons, LLP, wrote a book along with Jim Gilmore called The Experience Economy. When I read this book, I thought, “Bloody hell! This is it!” I was working at British Telecom at the time, so I showed it to my boss. He had a similar reaction and set me on the route of improving the Customer Experience , and the rest is history.

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Guest Post: How to Use the Customer Journey to Create an Engaging Affiliate Marketing Strategy

ShepHyken

This week we feature an article from Jyothi Tulasi, Outreach SEO Specialist at SmartKarrot Inc. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Developing an affiliate marketing strategy comprises multiple aspects. An affiliate marketing strategy needs to be effective, target well and work well for brands and customers.

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The Importance of Creating a Complete Business Continuity Plan for Contact Centers

CCNG

David Reed talks with members about Business Continuity Planning sharing insights from his time running Orlando call centers with Walt Disney World r prior to Y2K. He was asked to lead the team that developed Walt Disney World’s overall business continuity plan in preparation for Y2K. Business continuity is not just applicable for call centers, but for any organization / any type of business.

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What Was Your Main Focus When You Opened Your Business? – Tip #30

Steve DiGioia

During the initial business startup phase, providing great customer service may not have been your first thought. Instead, you focused on getting the best location, trendy furnishings, celebrity appearances, and over-the-top promotions that you “knew” would jump-start your business. You thought, “I just gotta get the hip crowd to check out my store.

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Strategic CX: A Deep Dive into Voice of the Customer Insights for Clarity

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

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Is This The Future Of Events Post Pandemic? (Joe Pine Interview)

Beyond Philosophy

Way back in 1998, I read a book by Joe Pine (@joepine), co-founder of Strategic Horizons, LLP, and Jim Gilmore called The Experience Economy. I was gobsmacked by it. I dashed down the hall to my boss at British Telecom. He read it and had a similar reaction to mine. The next thing I knew, he put me in charge of improving the Customer Experience for our company, and the rest is history.

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5 Top Customer Service Articles For the Week of February 22, 2021

ShepHyken

Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. Carole McCluskey: Create Memories That Count by SMG Events. (CMSWire) Carole McCluskey’s late grandmother once told her that it was easier to remember the dirty jokes than the clean ones, and that is often the case with customer service, too: The bad experiences are o

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Influential Leadership- How to Inspire Others In Customer Experience

CX Global Media

Influential leadership is well-rounded and transformational. How do you become a more effective positive influence leader? Many people talk about culture, employee engagement, and how. Read more. The post Influential Leadership- How to Inspire Others In Customer Experience appeared first on Customer Experience Strategy and Tactics.

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Top 5 Posts in February

Contact Center Pipeline

This February seemed to blow past, yet we had a lot of activity on the Pipeline blog. We’re still early into the new year, and still dealing with COVID-related challenges. Our Top 5 posts for February indicate that contact center leaders are looking for more ideas and advice for managing through a challenging time. So […].

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SME Relationships: Proven Solutions for Seamless Collaboration and Success

Speaker: Tim Buteyn, President of ThinkingKap Learning Solutions

💢 Do you find yourself stuck in never-ending review cycles? Are you wondering if your Subject Matter Expert actually got that last review request? Are you having trouble trying to decipher impractical or conflicting feedback? 💢 If any of these scenarios sounds familiar, you may benefit from a crash course on managing SME relationships!

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Your Guide to Call Center Outsourcing in 2021

Fonolo

When you first start a business, everything is on you – from accounting to customer service to sales. However, as you grow your business, you can’t focus on everything internally. This is especially the case with customer service and customer care. Outsourcing customer service can potentially save your business money while allowing you to focus on other areas of the business.

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What 3G Sunsetting Means for Home Security Firms

TechSee

3G sunsetting is a significant step in the evolution of wireless communication. Old 3G technology is set to become obsolete as manufacturers and MNOs shift towards 4G LTE and 5G. As this 3G upgrade to 4G shift occurs, service providers will shut off the cellular infrastructure required to operate communication devices on the 3G networks. With an estimated 64 million IoT devices in the U.S running on 2G or 3G networks (over 50% of the total devices), much is at stake.

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Lead Effectively With These 5 things For Excellent Customer Experience

CX Global Media

Everything a leader does almost always trickles down to affect the rest of the team or company. While excellent customer experience is about teamwork, it. Read more. The post Lead Effectively With These 5 things For Excellent Customer Experience appeared first on Customer Experience Strategy and Tactics.

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Employees Want You To Brush Up On Your Email Etiquette

Russel Lolacher

Email. People hate it. Yet people prefer it because it’s what they know. After a quick Google search of email as an internal communications tool, I found lots of articles about how it should be ditched as a way to engage employees. But upon further reading those same articles, I found the biggest reason they give to get rid of them was because they sucked.

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Decoding the Call Labeling and Blocking Process

Uncover the complexity behind call labeling and blocking with this infographic. Discover the intricate factors and entities that shape the fate of a call, from illegal activity to user feedback, and understand why numbers get labeled and blocked.

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4 Benefits of Working with a Call Center for Healthcare and Finance Businesses

TeleDirect

Imagine this: you run a busy doctor’s office. Your administrative staff spends much of their time working directly with patients in the office or filling records and reports. This makes it difficult to answer every phone call from patients looking to schedule appointments or needing information about their account at your office. The same problem can happen in a financial office, such as a bank or wealth management firm.

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What is In-App Support?

HelpCrunch

Mobile app developers are feeling more and more enthusiastic about providing a seamless customer experience. What is the burning question for them in this context? Delivering timely help to a user. There are two teams [ … ]. The post What is In-App Support? appeared first on HelpCrunch blog.

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PeopleMetrics Experience Management Platform Roadmap Preview

PeopleMetrics

PeopleMetrics Experience Management Platform Roadmap Preview. Learn about the latest changes to PeopleMetrics and how they affect your team. This is a special look at what’s coming soon and what’s recently launched. We highlight: Features we added in 2020. The new features we're adding this year. New and soon-to-be-released features focused on alert notifications, dashboard reports and survey health.

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Embracing the future of CX delivery - top brands share insights

TELUS International

In this virtual think tank article developed in partnership with Frost & Sullivan, discover key insights on how top brands are embracing the future of CX delivery.

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The Open CCaaS Advantage Report

Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.

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14 motivational customer satisfaction quotes

GetFeedback

From customer service to customer satisfaction and loyalty, here are 14 quotes to motivate you to deliver a great experience.

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How to Create a Multilingual Chatbot in 10 minutes

kommunicate

A chatbot is a tool to automate conversational experience and to simplify human interaction with customers for your businesses. Chatbots, can understand and respond to human inputs through voice or written language. It is used to automate frequently asked questions, lead capturing, Virtual assistant to customers, and many more tasks. What is a Multilingual Chatbot?

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Noise during outbound sales calls

SoliCall

It is a well-known fact that noise in calls is disturbing. It might not be surprising to realize that the success of outbound sales calls is significantly impacted by the quality of the call. It is not rare that customers hear the ambient noise of the call center before the agents start talking and hang up without allowing the agent to start the pitch or during the pitch.

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Leaving California: 5 Best Cities for Remote Work

VirtualPBX

Remote workers are leaving California in droves in what many are labelling a “tech exodus” and the “great migration”. Given that nearly 50% of company executives will allow permanent work-from-home after the pandemic, big decisions lie ahead for the Golden State’s workforce. Out of full disclosure, I left the Bay Area in California in 2018 after our hybrid team went remote full-time.

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The Truth About Customer Journey Mapping

Speaker: Dave Seaton, CEO of Seaton CX

Is Customer Journey Mapping a tired fad from 2013? Or a critical tool for sparking customer-centric change? 💥 The answer lies not in the map itself, but in the mapping process. When crafted with precision and insight, journey maps emerge as powerful catalysts, transforming customer experiences and steering businesses towards profitable growth.

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CX Is NOT The Solution; It’s The Problem

Sampson Lee

When Conventional CX can discern nothing but ‘service’ in brand promises, pleasure peaks and pain points, every CX issue looks like a ‘service’ issue; it solves the wrong problems and creates disasters. Branded Experience vs. De-Branded Experience Customer experience per se does not differentiate brands but only if the experience is distinctive to the brand […].

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The 3 “I”s to Empower Your Call Center Supervisors in 2021

Outsource Consultants

For most workers, it’s been almost a year away from the office — and morale is high: 86 percent of remote workers feel less stressed. But for call center leaders it’s been a year of tirelessly onboarding new tools and deploying new strategies catered to remote work. Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level.

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What to do when your client has an ugly baby

Toister Performance Solutions

Ugly babies are my customer service kryptonite. No, not actual human babies. An "ugly baby" is a metaphor for an idea, project, product, or anything else that someone is really proud of, but isn't terrific. For example, a lot of people send me the customer experience vision statements their companies create. It's an honor because vision statements are my thing.